Customer Service Specialist
4 days ago
We are seeking a highly skilled and experienced customer service specialist to join our team at MTA, Inc. as an Associate Transit Customer Service Specialist Series. This role will be responsible for providing world-class customer care to the millions of people we move each day.
Key Responsibilities:- Monitor New York City's subway and bus services in real-time to determine customer impact.
- Translate internal service change messages into customer-facing communications and quickly publish to multiple channels.
- Monitor social chatter, determine the best approach for individual customer queries, and respond accordingly.
- Escalate urgent issues to operations staff and senior leadership as needed.
- Manage customer queries from start to finish, which may require follow-up days later.
- Seek opportunities for improving proactive service communications, brand building, and storytelling for all NYCT services.
- A bachelor's degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity.
- Or an associate degree from an accredited college and three (3) years of satisfactory, full-time experience in a customer service or public information capacity.
- Or a four-year high school diploma or its educational equivalent and four (4) years of satisfactory, full-time experience in a customer service or public information capacity.
- Quick and critical thinking.
- Experience in social content development, community management, or social media strategy.
- Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging.
- Ability to multitask and balance competing priorities efficiently.
- High attention to detail and organizational skills.
- Ability to operate quickly and efficiently in a high-pressure environment.
- A strong understanding of the MTA subway and bus network, or the ability to quickly acquire this knowledge.
- A competitive salary range of $60,424 - $106,184.
- A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
- The opportunity to work for a leading transportation agency in a dynamic and fast-paced environment.
We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.
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